ConnectWise ScreenConnect Reviews

We use ConnectWise Control as a great remote access tool.

The primary support or the remote access support is really what we use ConnectWise Control for, but that's just the tip of the iceberg.

Even people outside of the organization would benefit from this. We do push out the agents, but if somebody, for whatever reason, like our board of trustees, don't have the agent on their computer, we can create a support session so they can just join via a web browser and we can support them in the same manner. It's very handy. It's very beneficial.

It also has the ability to have online meetings, like a WebEx scenario.

I haven't really played around with it too much, but what they refer to, what ConnectWise calls the unattended access, I would say is easily 80% to 90% of what we've used here and in previous lives, so it's really great.

This solution is very feature rich. It has a Wake-on-LAN ability.

You can also run commands against the machines, e.g. for old guys like me who prefer that instead of the fancy GUIs. It's similar to a DOS window where you can run different types of commands against it.

It does come in handy if you just want to do something in the background, e.g. schedule reboots, and you don't want to become too invasive to what the user's doing. Especially in our situation, a lot of times they're teaching a class and it's like: "Ugh. We don't want this to pop up." They've got their laptops connected to an interactive display most of the time, so they don't need to see what's going on in the background. It's pretty awesome.

I also like the fact that it does do an audit, so you can see who's connected to the machine. If somebody, every once in a while, and this isn't exclusive to ConnectWise Control, we'll get a call saying: "Hey. Something's not right with my machine. The mouse is moving on its own...", and we take a look, and sure enough: One of the support agents has taken control.

That's the draw back of any type of unattended access: They can just do that, so I've always put in a policy saying: "Hey. You need to make sure that you have the user's permission before connecting to their machine just so: A. You don't freak them out, and B. They know what you're doing." The audit trail on that is very good. It can show that.

The other nice thing is it has a two-way instant messaging feature built in, so if you're trying to communicate with somebody who maybe doesn't have a phone or whatever the case may be, you can type messages back and forth. This is a nice feature too.

The ability to block guest input is really good. If you are connected to somebody's machine and you're working on it, e.g. you're just on your screen Googling something and then they take the mouse and start moving it around, and you'll have to tell them: "No, don't do that. Don't close that."

You can block them from having control, so you're not fighting over control, e.g. mouse control. Another example is if you have the need to enter a password with additional access, e.g. an admin password, you can blank out their monitor so they can't see what you're typing. That's very, very handy because you don't want the end user to be able to get that password, and if you mistakenly type it in the username field, it will be in plain text. It'll be there until you do your password change.

We mostly use the unattended access. We only use the on-demand, remote support solution on occasion but it's good to have on the off chance that we're dealing with a customer who is not under contract with our service. We have just three people that use ConnectWise. We're not using any extensions.

Ease of use is good, it's very easy to use, very easy to understand. It gives us remote access to the PC without any issues. That's the most important thing.

We use it for the IT team. We have installed it on all of our staff computers. We have about four hundred and fifty almost five hundred computers that it's installed on.

We use it to do remote support on those computers. We use it to get to servers. If we need to get to servers, we can. We use it to run updates. We can do command-style prompts through ConnectWise Control. I used it just to check system resources or what version of Windows someone's running, it's very quick to sort of check what they're using for the system.

It's crucial to our day-to-day solution because we can very easily remote to a user's computer. For example,  I'm home today. If someone opens up a ticket, I can remote straight to their computer using ConnectWise Control and work on that system with them. They're able to watch me, and we're able to work together. This is as opposed to a remote desktop session where I would take over, and they couldn't even see what I was doing.

iI's just invaluable to us day in and day out for our IT needs.

In my company, the solution is used as any other product in the market that provides users with remote control or access. I don't think it's any better or any worse than any other solution in the market.

The most valuable features of the solution stem from areas like remote scripting and a function named Powershell.

As an ICT solutions and software development company, our clients are spread across the globe.  We monitor client systems and provide support services and implementation services to all of our clients irrespective of their geographic location. Once a client reports an issue, or we are alerted of problem situation, we are virtually on-site within seconds to tend to the reported issue.

Due to the fact that we can help our clients by being on-site virtually, the solution has allowed us to reduce our travel costs by about 90%.  This also ensures that we can address client problems in a much shorter time frame.

We use it for remote support for ad-hoc clients. We have contract clients as well but we use SolarWinds for those, as an RMM dashboard. We have ConnectWise as a type of backup option and for clients on whose systems we don't have our monitoring agent installed. We only have one license which we share, as a backup, there are just three of us. It's not the primary software that we use.

We do use two ConnectWise extensions, one called Remove Thumbnail Preview and another one called Report Manager.

We switched over from LogMeIn Rescue, which was okay but became very expensive. ConnectWise is our backup method. We don't use it as much as we do our RMM software and remote support, but it has definitely really helped in terms of speed and ease.

We like the fact that on our website we can have the ConnectWise bit embedded, and it has instructions for the end-user about what they need to do. Previously, on LogMeIn, we used to have to almost talk them through everything: "Click here, and if you're using Chrome look here, if you're using Firefox look there." But ConnectWise has step-by-step instructions, depending on the browser.

We buy licenses for our help desk so that when our end-users are having problems with their PCs, our help desk can remote to the end-user's PC to troubleshoot and solve the problem. 

This year, we recently purchased another license so we now have a total of five licenses.

ConnectWise Connect is very convenient as we can remote to a PC even when it is not within our LAN.

We can do almost everything from our local PC to the remote PC. We can copy and paste to the machine we are remoting with. We can message the PC we are working with. Anything you can imagine to remote to the PC, the end-users PC can be done with ConnectWise.

We went full remote after COVID, so all of our employees are off-premises. We use it primarily as a remote deployment, remote connectivity tool for doing troubleshooting with our clients.

My group that uses it is my service desk and my level two support staff. Some level threes use it for connecting to servers, but this just because it's so much more convenient than RDP. We're able to use it to do screen-sharing sessions, troubleshooting, and resolving customer issues from our service desk and our level two desktop support personnel.